Arrears Team Leader

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.

The Arrears Team Leader (Outbound) will be responsible for supporting the Operations Director in leading a team of up to 10 Arrears Executives across the full arrears lifecycle for the Bank's unsecured, motor and mortgage portfolios. The team is responsible for proactively engaging with customers experiencing financial difficulty or arrears, from early-stage arrears through to late-stage collections activity, helping customers understand their available options and reach sustainable repayment solutions.

The team operates as an outbound collections function, completing high volumes of customer contact through both automated dialler technology and manual outbound calling activity. In addition to telephony activity, the team is responsible for a range of arrears-related administration tasks, including the set up and maintenance of repayment arrangements and liaising liaison with Debt Management Companies (DMCs).

Our aim is to provide exceptional service to customers experiencing financial difficulty while ensuring fair customer outcomes, successful collections performance and adherence to all regulatory requirements.

As an Arrears Team Leader at Tandem your focus will be on:

• Lead and motivate a team of Arrears Executives responsible for managing customer accounts across the full arrears lifecycle.
• Manage the day-to-day performance of an outbound collections team, ensuring dialler and manual call activity is completed effectively and customer outcomes remain at the heart of every interaction.
• Successfully coordinate outbound collections strategies and campaigns across all arrears populations.
• Ensure arrears-related administration activities are completed accurately and within agreed service levels, including repayment arrangements, direct debit amendments, customer correspondence, DMP administration, insolvency notifications and third-party requests.
• Ensure team members robustly explore the causes of financial difficulty and identify appropriate, sustainable and customer-focused forbearance solutions.
• Work collaboratively with the Specialist Support Team (SST), Recoveries, Operations Administration, Legal and third-party debt advice organisations to support customers appropriately.
• Maintain oversight of vulnerable customer interactions and ensure colleagues identify, record and respond appropriately to vulnerability indicators.
• Support the planning and management of dialler strategies, resource allocation and operational capacity to maximise collections effectiveness and customer engagement.
• Continuously review and refine operational processes, dialler strategies, customer journeys and ways of working to improve performance and customer outcomes.
• Self-identify operational risks and support with the creation and completion of associated first line controls and instil a culture of risk identification within the team.
• Self-identify and own operational risk events, robustly documenting these in our risk management system. Also support any customer remediation that may be required due to the risk event
• Ambassador for our BEST values, ensuring that our customers are at the heart of Operations
• Provide leadership motivation and support to your team including completing monthly 121’s and coaching and support on an ongoing basis for each colleague
• Providing career progression support when requested by a colleague in your team
• Support workforce planning, dialler resource management and capacity forecasting to ensure sufficient coverage across all arrears activities.
• Adhere to FCA guidelines ensuring that all work is compliant and aligned to regulatory standards
• Responsible for supporting the Training & Competence Manager with training for new and existing Arrears Executives and ongoing leadership oversight to ensure adherence to the group Training & Competency Policy
• Support the Operations leadership team with relevant management information to demonstrate the support delivered to our customers in financial difficulty /arrears (for both internal and external use with our Regulator and third parties)
• Provide support to the wider Operations teams when required

• Demonstrable experience leading outbound collections, arrears or financial support teams within a regulated financial services environment.
• Demonstrable knowledge of FCA rules relating to unsecured loans, hire purchase agreements and mortgages (including CONC 7 and MCOB 13)
• Experience managing outbound dialler operations and performance metrics.
• Experience overseeing customer repayment arrangements, forbearance solutions and arrears administration processes.
• Good understanding of Debt Management Plans (DMPs), insolvency solutions, vulnerability requirements and customer support frameworks.
• Strong understanding of collections strategies across the full arrears lifecycle.
• Personally driven to enhance team and individual performance
• Demonstrable communication skills including ability to provide clear, constructive feedback to direct reports alongside experience in effective coaching and training
• Demonstrable attention to detail to ensure accuracy and quality in operational tasks

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. We will close adverts once we have received enough applications so please apply asap if you’re interested in the role.

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page.
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

Please be aware that background checking (including credit, criminal records and CIFAS Internal Fraud Database Checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.